Customer Advocate

**Our vision is to transform how the world uses information to enrich life for all. **Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.

As a Customer Advocate at Micron, you will serve as a primary resource to the field sales team, internal stakeholders, external customers and business partners to improve and maintain customer satisfaction in the “Service” category of our Customer Business Review scorecards. You will analyze and interpret feedback provided by our customers and strive to collaborate with the appropriate business process owners to define and secure best practices that improve and impact all our directly managed customers’ service experiences. You will be responsible for influencing business processes that help support a best-in-class service experience for our customers when aligned with the Sales strategy and objectives.
- Partners with Sales Operations service areas (i.e., Reporting, Solutions, _Field _Sales _, Sales Enablement, Field Applications Engineers _), and Key functional areas within Micron
- _Represent the Voice of the Customer across Micron teams
- Works with Business Process Owners to define and implement strategies/standards/procedures for ensuring optimal customer experience
- Works with Account team to evaluate customer surveys to gather information on opportunities to improve the customer experience.
- Conduct studies and research to discover new techniques necessary for improving customer experience
- _Helps to ensure closed loop customer communications**Responsibilities and Tasks
**Customer Business Review (CBR) Process Ownership for Service Category
- Work with Account Team-Members to obtain scorecards
- Work with Account Team-Members to to evaluate customer feedback related to service
- Engage Business Process Owners to address areas of opportunity within the service category.
- Prioritize service-related projects/issues guided by the Sales strategy and objectives and the overall impact to Micron’s customer base.
- Advocate as the voice of the customer within governance reviews of feedback
- Track open issues, ownership, and actions to closure
- Drive the improvement of service-related processes and systems and implement programs that will have continuing long-term benefits across Micron’s directly managed customer base.
- Provide read-out to executive team including measures being taken to address issues
- Establish metrics and targets that gauge the overall trend and success of service initiatives, and monitor/report out on performance and achievement
- Promote service improvements and prepare account team prior to the CBR customer reviews to communicate resolution of issues and/or proactive service improvements to our customers.

Manage Functional Area Service Delivery
- Influence service-related functional strategies that impact our service targets
- Provide consultation to account teams on opportunities for improvement in the service category.
- Facilitate ownership of service issues and help to ensure closure by owners.
- Assist in the troubleshooting of escalated issues and provide coaching for resolution
- Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes
- Drive for process optimization and standardization where customer service is directly impacted
- Where appropriate, participate in customer business reviews where service is evaluated.
- Help to drive visibility to contract negotiation outstanding issues & priorities amongst scorecard customers.

Provide Organizational Leadership to Build Functional Strategies, Processes, and Policy
- Monitor performance to plan
- Participate as Governance committee member
- Seek to broaden voice of the customer input from critical customer segments
- Actively participate in functional teams and projects impacting customer service initiatives
- Advise leaders and account team-members on opportunities for improvement or areas of success.
- Manage conflict and identify escalation paths to build effective relationships with internal and external stakeholders
- Aid in preparing VOC material for Board of Directors report out and CEO Staff material

Ensure A Safe, Compliant, And Ethical Work Environment
- Communicate requirements to applicable team members and external stakeholders
- Identify and resolve and/or report potential safety, security, and labor issues

Process Ownership
- Define and document the standard policies, processes, and procedures for your functional areas of responsibility
- Make data-based judgments and decisions on process and guideline exceptions
- Advise sen